Desktop support technicians carry the major share of IT support functions in any organization. The importance and scope of this role are often seriously underestimated.

Desktop support involves a lot of technical expertise, and often working with a very wide range of hardware and software. This can include configuration work, and helping customers with their related issues, which are sometimes major priorities. There can also be system issues related to desktop functions. Most major organizations train their desktop support technicians on several levels for this work, starting with computer basics, including ITIL (Information Technology Infrastructure Library) system management to properly integrate services.

The desktop support role includes:

Front line interaction with customers and customer relationships
Problem solving for hardware and software issues
Training and advising users on hardware and software
Identifying and reporting on client issues
Confer with providers and seek information regarding system products
Handle all aspects of software and hardware operational functions

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That’s more or less an inventory of critical IT support roles, and the need for high quality service is constant. It’s no overstatement to say that the desktop support role includes all the fundamental issues and elements of IT service management (ITSM) in the most practical sense.

Desktop support technician training issues

Desktop support technician training is critical to ensure IT service efficiency and standards. Best practice training involves a truly holistic approach. Systems like ITIL are a good example of the levels of high quality fundamental training required. ITIL training involves a “whole system” structure, and provides good working principles and valuable skills in context with ITSM operations.

Best practice in IT training, both for organizations and for individuals, is based on currency of training and broadening areas of expertise. This is also a “cover all the bases” approach to the demands on desktop support technicians, who may be confronted with a raft of technical issues and multiple forms of software and hardware when dealing with network elements.

That said, desktop support technician training has to include system management training. A look at the requirements for ITIL Certification is a good introduction to the requirements of developing the essential upscale competencies involved in full spectrum IT support services. Training in roles like analysts and technicians must incorporate a “whole system” approach, because all areas of IT interrelate on multiple real time operational levels. A desktop support technician may have to evaluate several tiers of issues in relation to any situation, and this highly structured training is necessary to ensure best system management practices and good system integrity.

Scalability and desktop support technician training

For IT service managers, the issue of scalability of resources is always a priority. Training of technicians is actually an ongoing management consideration because understanding computer repairs and translating this to the customer is of major importance. As IT systems evolve, the requirement for expansion of roles and development of skill sets is a natural corollary.

The structural needs of ITSM for any growing organization are inevitably based on forward planning. A systematic management approach like ITIL builds in scalability and anticipation of training needs related to planning issues. This approach is fundamental to ensuring both skills and resource availability for change.

Desktop support technician training is critical to ensure IT service efficiency and standards.